Scenario-based Customer Service L&D Training
Scenario-based Customer Service L&D Training
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TLDR
TLDR
I designed and led the development of a scenario-based Learning & Development modules that improved confidence, decision-making, and consistency for new service-industry hires, while providing measurable behavioral outcomes and scalable tools for onboarding.
Audience
Audience
New hires in restaurants, cafés, and bars
Client
Client
Local Government
Languages
Languages
English, Spanish
Roles
Roles
Product Manager · Lead UX/UI Designer · Lead Instructional Designer
Overview
Overview
New employees in the service industry are often expected to provide high-quality customer service with limited practical experience. Traditional onboarding emphasizes rules and procedures, leaving learners unprepared for real-world scenarios and resulting in inconsistent service and avoidable customer issues. This project focused on designing an interactive, scenario-based learning experience that allowed learners to practice customer interactions safely and realistically before entering live environments. I owned the end-to-end product strategy, design, and delivery, working closely with a Subject Matter Expert (SME) to ensure alignment with real employee needs.
The Problem
The Problem
Research revealed a consistent gap between theoretical training and actual performance. While employees understood service guidelines, they struggled to apply them under pressure, particularly with dissatisfied, impatient, or high-needs customers. The challenge was not knowledge acquisition, but developing practical decision-making skills under realistic conditions.
The Solution
The Solution
I designed an interactive, scenario-based learning modules where learners engage with multiple customer profiles—each presenting different needs, constraints, and emotional states. Learners make decisions, experience consequences, and receive contextual feedback throughout the interaction.
This approach allowed employees to:
Practice customer service skills before facing real customers
Build confidence through repetition and feedback
Learn how different choices impact customer experience
A complementary job aid was also created to support transfer of learning on the job.
Approach & Key Decisions
Approach & Key Decisions
Grounded in learner research and SME collaboration, I prioritized decision-making practice over content coverage, focusing on realistic emotional dynamics rather than idealized interactions. Success was defined by behavioral readiness, not mere course completion. An internal action map ensured that every scenario, assessment, and feedback loop aligned with measurable performance goals. Visuals and media were intentionally simple, reinforcing engagement without overwhelming learners, and the design was optimized for clarity, immersion, and scalability.
Execution
Execution
The action map informed a detailed storyboard, defining scene flows, dialogue, branching interactions, and feedback logic. Development in Storyline 360 followed an iterative cycle of prototyping and testing, incorporating SME input and pilot learner feedback to ensure usability, accessibility, and technical reliability. The final deliverables included both the interactive module and the job aid, enabling practical, on-the-job learning transfer.
Visual Design
Visual Design
Visual design emphasized consistency and clarity, using custom graphics to support immersion without overwhelming the learner. Interactive elements such as branching choices, feedback loops, and subtle animations reinforced active engagement while keeping cognitive load manageable.
Outcomes & Impact
Outcomes & Impact
This project demonstrated how scenario-based learning can:
Increase learner confidence before live customer interactions
Improve consistency in service responses
Reduce onboarding risk by allowing safe practice of high-stakes situation
Support learning transfer through complementary job aids
The project also strengthened my ability to design learning products that balance realism, usability, and scalability.
Reflection & Learnings
Reflection & Learnings
This project reinforced that effective learning experiences are products, not just content. Centering design on real user context and behavioral outcomes enabled a more impactful solution than traditional instruction alone. From a product management perspective, balancing realism, scalability, and learner engagement required prioritization, trade-offs, and an eagle-eye view of both learner and organizational needs. Integrating strategy, UX, and instructional design early in the process ensured a practical, relevant, and sustainable product.
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